Chapter 9. Service Requests 181 CLOSE The service request is closed. The service request is now a historical record. When a record is closed, you cannot change the status. You can, however, edit certain parts of the record. Furthermore, many business processes use a service request as their initial contact with the customer and then create and associate subsequent records to fulfill the customer requirements. See Figure 9- 1. Figure 9- 1 Service Request Create menu 9.1.2 Creating a service request Within the Service Requests application, select the New Record icon to begin creating a service request. The only required field when creating a service request is the ID. 9.1.3 Owners and person groups When a service desk agent is using the Service Requests application to assign to the appropriate owner or owner group the agent may select from either a person or person group, which might or might not be a group of workers. The agent may select the ownership from either the Select Action menu or the toolbar. See Figure 9- 2. Figure 9- 2 Service request owner Note: Service requests exist at the system level.